Customer Service Servicing Specialist
Resume:
An excess of * years in the customer service industry; Courteous
demeanor; excellent written and verbal communication skills. Experience with coaching, counseling and elevating employees; planning, monitoring and appraising job results. Having a strong ability in forecasting the needs of the company to meet current and potential clients' expectations in a timely manner. CAREER OBJECTIVE
HOME LOAN CONSULTANT
Titan Mutual Lending, Scottsdale, AZ / Dec 2020 - Present MORTGAGE SERVICING SPECIALIST
Mr. Cooper, Chandler, AZ / Apr 2019 - Dec 2020
EXPERIENCE
Field and evaluate customer service questions; compare solutions to determine recommendations that best meet customers' needs and circumstances; perform follow-up to ensure resolution (typically taking 12 to 15 inbound calls per day)
•
Establish rapport with customers and actively listen to understand their immediate and latent needs, motivations, and contexts; properly document customer interactions and capture both personal and financial insights to lay the groundwork for more personalized future interactions
•
Smart selling: Coach and educate customers as needed; provide information on products and services that would benefit the customer, support an informed decision-making process tailored to the customer's needs and preferences
•
Manage pipeline of potential customers at various stages of the refinancing journey; responsible for business development and relationship management
•
• Provided excellent customer service in a fast-paced environment Analyzed, isolated, researched, and effortlessly explained step by step Mortgage solutions related to Loan or Account.
•
Successfully translated complex Mortgage information, i.e Escrow/Repayment.
•
Demonstrated conflict resolution, negotiation, and de-escalation skills.
•
Processed necessary Payment Corrections/ StopPay Reissue Checks.
•
Ordered property insurance or mortgage insurance policies to protect against loss on mortgaged property.
•
Calculated, reviewed and corrected errors on interest, principal, payment and closing costs using computers and calculators.
•
*************@*****.***
Mesa, AZ, 85204
PHOENIX UNIVERSITY
Phoenix, AZ
EDUCATION
Microsoft word, Excel,
PowerPoint, Access,
Working knowledge of RESPA
regulations and Consumer
lending regulations
Superior organizational skills
Excellent time management skills
Staff training and development
Workday knowledge
Innovative mindset
Loss Mitigation
Financial Advisement
Strategic Financial Planning
Customer Satisfaction
Creditworthiness Determination
Underwriting Processes
File Organization
ADDITIONAL SKILLS
NMLS: 2032659
CERTIFICATIONS
A L E X P E R E Z
LEAD MOBILE EXPERT
T-Mobile, Mesa, AZ / Mar 2013 - Mar 2019
Helping associates build strong relationships with customers, making expert recommendations, and helping onboard customers
•
Hire, train, and develop the team while making staff adjustments as needed
•
Complying with all operational policies and procedures including the Employee Code of conduct
•
Ensuring the store meets or exceeds sales goals and overseeing all store functions from sales and inventory to the implementation of new store programs and initiatives
•
Stayed up to date on all current technology to be an expert for my team and our customers
•
Conducting consultative sales and sales management in fields involving consumer technology, applications and content, along with an established record of high personal performance.
•
References available upon request
REFERENCES
Contact this candidate